The August/September 2016 Issue of AnswerStat

Read the August/September issue of the new AnswerStat, the information hub for healthcare contact centers.

Feature Content:

The Intersection of Contact Centers and Patient Experience, by Katie Owens, MHA, and Richard D. Stier, MBA
A large, backlight sign at the entrance to a leading healthcare contact center boldly proclaims: “We own the patient experience.” At another, a team member wears a purple t-shirt that announces… (read more)

Call Center Lessons From an ISP, by Peter L DeHaan, PhD
When searching for an Internet service provider (ISP) I entered my address into the website of the most likely supplier. Four service options came up. I clicked the first, and it said… (read more)

Vendor Spotlight on 1Call, a Division of Amtelco: Celebrating 40 Years of Innovation
Since 1976, Amtelco has been providing innovative communication solutions to call centers around the world. In 1997, the 1Call Division was formed to offer … (read more)

Patient Symptoms and Outcomes, by Charu G. Raheja, PhD
Often times, as adults, we think we are better than children in determining if our symptoms are serious enough to require further care. As a result, many of us deny… (read more)

Healthcare Call Centers: An Essential Component in Improving Patient Experiences, by Mark Dwyer
Throughout my thirty years in the healthcare call center industry, I’ve had the pleasure of working with hundreds of quality individuals. Understandably, many have… (read more)

Change is the Only Constant, by Gina Tabone MSN, RNC
In the year 535 BC, Greek philosopher Heraclitus declared, “The only thing that is constant is change.” For many of us working in the healthcare industry, we wholeheartedly… (read more)

Make Your Office Available for Patients 24/7, by Charu G. Raheja, PhD and Ravi K Raheja, MD
In the new world where patients are requesting on-demand access to doctors and healthcare providers, how can offices or hospitals remain competitive and… (read more)

Ten years ago: How to Keep Quality People in Your Call Center, by Marsha Lindquist
Losing talented, quality employees is always difficult for an organization, but especially for a call center. Not only does it mean finding and training replacements, but also losing all the knowledge and understanding that those people take with them. While it is true that… (read more)

About AnswerStat AnswerStat is the information hub for healthcare contact center news and resources, published specifically for hospital and medical contact centers and distributed free to qualified readers, decision makers, and influencers at hospitals and healthcare contact centers worldwide.